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MyChart ® Epic Systems Corporation

MyChart Frequently Asked Questions

Enrollment Questions
What is MyChart?
Is there a fee to use MyChart?
How do I sign up?
Who do I contact for technical support?
Your Medical Record
When can I see my test results in MyChart?
Why are certain test results not shared electronically via MyChart?
If some of my health information on MyChart is not correct, what should I do?
If I send a message to my doctor, when can I expect a reply?
Why does MyChart show I'm overdue for a preventative care visit when I've recently had one?
What is MyChartCentral and Lucy?
MyChart For My Family
Can I view a family member's health record in MyChart?
Can I ask questions regarding a family member from my MyChart account?
Can my spouse and I share one MyChart account?
After I Have Enrolled
I forgot my password. What should I do?
Can you send me a new activation code as I have lost it, let it expire or did not receive it?
Where can I update my personal information (e.g., home address, e-mail or change my password)?
Technical Questions
Is MyChart secure?
What is your privacy policy?
I was logged out of MyChart, what happened?
What do I need to use MyChart?
My access code does not work, what should I do?
Is my access code my user ID?
How do I download a portable copy of my health summary?
Does KHN have a mobile app for MyChart?
Email notifications from MyChart

What is MyChart?

MyChart offers patients personalized and secure on-line access to portions of their medical records. It enables you to securely use the Internet to help manage and receive information about your health. With MyChart, you can use the Internet to:

  • Request medical appointments.
  • View your health summary from the MyChart electronic health record.
  • View test results.
  • Request prescription renewals.
  • Access trusted health information resources.
  • Communicate electronically and securely with your medical care team.
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Is there a fee to use MyChart?

MyChart is a free service offered to our patients.

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How do I sign up?

Patients who wish to participate will be issued a MyChart activation code during their clinic visit. This code will enable you to log in and create your own username and password. If you were not issued an activation code, you may call your primary care clinic to get one or ask to sign up during your next office visit.

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Who do I contact for technical support?

If you need to retrieve your login ID or password, you can use the self-service "Forgot MyChart ID?" and "Forgot Password?" links on the login page. They are located below the fields for MyChart ID and Password on the login page. For other technical questions, you can call our MyChart Patient Support Line at (937) 384-4893 or (513) 867-6493. Please note: all clinical related questions should be directed to your doctor's office.

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When can I see my test results in MyChart?

Outpatient Test Results: Test results are released to MyChart 1 to 3 days after finalized in KHN's electronic medical record system. This may be more than 3 days after you had the test done. Please note that you may receive some results in MyChart before your provider has had a chance to review them with you.

Inpatient Test Results: All inpatient test results will be released to your MyChart at the time of discharge. This includes all normal and abnormal labs, radiology or imaging, and pathology reports finalized during your admission. For any test result not finalized by the doctor prior to discharge, it will automatically release to MyChart 3 days after finalized in the system.

You should talk with your doctor's office directly if you have questions about any of your test results. Please note, only tests done within a Kettering Health Network doctor's office or facility will be available in your Kettering MyChart.

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Why are certain test results not shared electronically via MyChart?

Some test results of a very sensitive nature are not released to MyChart. You should talk with your doctor's office directly if you have questions about any of your test results.

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If some of my health information in MyChart is not correct, what should I do?

Your MyChart information comes directly from your electronic medical record at your doctor's office or hospital facility in the Kettering Health Network. If you see a doctor within Kettering Health Network, contact your doctor's office to have your information updated at your next clinic visit. Your health information is reviewed and updated in your electronic medical record each visit.

If you do not see a doctor within the Kettering Health Network, you may submit an Amendment Request form to request your health information be corrected in your electronic medical record. The Amendment Request form can be found under My Medical Record section in MyChart, then click on Request for Amendment to complete the form and submit your request. You must be logged into MyChart to access this form.

Please Note: Updates to your medications or allergies can be requested directly from the Medications and Allergies pages within your MyChart account. Your health information will be available for review during your next visit in the Kettering Health Network. Updates require review by a qualified provider and will not be part of your medical record until the review is completed.

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If I send a message to my doctor or nurse, when can I expect a reply?

Please allow 2 business days for your doctor's office to respond to your messages. Please note that MyChart is not monitored constantly and messages are not answered on weekends and holidays, or outside of each clinic's business hours. MyChart should not be used for urgent situations. IF YOU ARE EXPERIENCING AN URGENT MEDICAL PROBLEM, CALL 911 OR YOUR PHYSICIAN'S OFFICE IMMEDIATELY. This is not a substitute for seeing your health care provider at the office or calling for traditional medical advice, consultation, diagnosis or treatment.

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Why does MyChart show I'm overdue for a preventative care visit when I've recently had one?

If you recently had a preventative care visit and MyChart displays you are "Overdue", it may be that Kettering Health Network has no records of your visit in our electronic medical record. This may occur if you saw a provider outside of the Kettering Health Network for your preventative care visit or procedure. If you see a primary care physician in the Kettering Health Network, they are able to update this information for you. If you have any questions about your preventive care, please contact your primary care physician.

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Can I view a family member's health record in MyChart?

Yes you can. This is called Proxy Access and allows a parent, guardian, caregiver, or spouse to log into their personal MyChart account, and then view information regarding their family member. To receive proxy access to a patient's MyChart, you must complete a Proxy Access Authorization Form at the patient's clinic or registration department at the hospital. For an adult accessing another adult patient's information, the patient must sign the form. If you have power of attorney for the patient, you must present your power of attorney documentation when signing the form. Clinic or hospital staff must approve any proxy access, and proxy access may be revoked at any time for any reason.

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Can I ask questions regarding a family member from my MyChart account?

MyChart offers direct access to your personal health record and communicating about another individual's information would be placed in your health record. This information would not appear in the correct health record and could potentially jeopardize medical care.

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Can my spouse and I share one MyChart account?

No, due to the sensitive nature of medical information, each adult must establish their own MyChart account. You may request Proxy Access to your spouse's chart, and your spouse must approve that access.

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I forgot my password. What should I do?

The simplest method is to click the "Forgot password" link on the sign-in page to reset your password online. You can also call our MyChart Patient Support Line at (937) 384-4893 or (513) 867-6493.

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Can you send me a new activation code as I have lost it, let it expire or did not receive it?

If you lost your activation code, or if your activation code has expired, you must request a new activation code from your clinic or any of Kettering Health Network's hospital registration departments.

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Where can I update my personal information (e.g., home address, e-mail or change my password)?

Log into MyChart and from the left menu, go to the Preferences section and select the appropriate option.

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How is MyChart secure?

We take great care to ensure your health information is kept private and secure. Access to information is controlled through secure activation codes, personal usernames, and passwords. Each person controls their password, and the account cannot be accessed without that password. Further, MyChart uses the latest 128-bit SSL encryption technology with no caching to automatically encrypt your session with MyChart. Unlike conventional e-mail, all MyChart messaging is done while you are securely logged on to our website.

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What is your Privacy Policy?

Our privacy practices are available at www.ketteringhealth.org/privacy.cfm

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I was logged out of MyChart, what happened?

We aim to protect your privacy and security of your information. While logged into MyChart, if your keyboard remains idle for 15 minutes or more, you will be automatically logged out of MyChart. We recommend that you log out of your MyChart session if you need to leave your computer for even a short period of time.

What do I need to use MyChart?

You need access to a computer connected to the Internet and an up-to-date browser (such as Internet Explorer).

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My activation code does not work, what should I do?

For your security, your access code expires after 60 days and is no longer valid after the first time you use it. If you have established a MyChart ID and passworde, you should log in with those credentials. If your access code has expired, you may request a new Access Code from your clinic.

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Is my access code my user ID?

No, your access code is not your MyChart ID or password. You will use this code only once to log into MyChart for the first time. (The code will expire after you have used it or after 60 days). When you log into MyChart the first time, you will then be asked to create your own unique MyChart ID and password.

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How do I download a portable copy of my health summary?

You can download a portable copy of your allergies, current medications, current health issues, procedures, test results, and immunizations from MyChart. Log into MyChart, and from the left menu, go to My Medical Record and select Download Summary.

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Does KHN have a mobile app for MyChart?

Yes! MyChart mobile is available for Kettering Health Network patients. You can download the Kettering Health Network MyChart application from the Android Market or Apple App Store. Search for the Kettering Health Network MyChart logo in the list of available Ohio Healthcare Providers and simply log in with your established account information.

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Email notifications from MyChart

When new information is available in your MyChart account (such as test results or messages), we will send a notification to your internet e-mail address so that you know to log into your MyChart account to view the new information. These e-mail notifications will not contain any personal health information.

You may modify your notification preferences at any time in MyChart. After logging into MyChart go to the Preferences menu and click on Notifications. You may also update your e-mail address from this page.

Notice: Road Runner e-mail addresses are currently not accepting emails from Kettering Health's MyChart e-mail domain. If you have a Road Runner e-mail account, you will need to unblock the MYCHARTMESSAGE@ketteringhealth.org address from your SPAM filter so that you can receive future e-mail notifications from your Kettering Health MyChart account.

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